Journey Strategist

About the role

We are seeking a highly motivated Journey Strategist to join our growing team. In this role, you will play a critical part in crafting user journeys that deliver a 10-star experience. You will work closely with the Program Management team to evaluate existing journeys, identify areas for improvement, and develop strategies to optimize the user experience across all touchpoints.

1. Partner with the Program Management team to understand user needs and program goals.
2. Partner with Insight Factory team to conduct user research (surveys, interviews, etc.) to gather data and insights on user journeys.
3. Analyze user data and identify opportunities for improvement in the user experience.
4. Develop and document user journey maps, highlighting key touchpoints, pain points, and opportunities.
5. Craft compelling narratives that illustrate the user journey and recommend improvements.
6. Collaborate with cross-functional teams (design, development, marketing) to implement journey optimization strategies.
7. Track and measure the impact of journey improvements on key metrics (e.g., user satisfaction, conversion rates).
8. Stay up-to-date on best practices in user experience (UX) design and customer journey mapping.

1. Minimum 4 years of experience in product management, user experience, user experience research, customer journey mapping, or a related field.
2. Strong analytical skills with the ability to identify patterns and trends in user data.
3. Excellent communication and storytelling skills, both written and verbal.
4. Ability to work independently and as part of a cross-functional team.
5. Experience with user research methodologies (surveys, interviews, usability testing).